Business Analyst - CRM

Job Title: Salesforce CRM Business Analyst


Overview / Summary


The Salesforce CRM Business Analyst supports the development, implementation, monitoring, and continuous improvement of behavioral health CRM strategic initiatives and business processes. This role collaborates with project teams, business owners, leadership, IT, contractors, and CRM staff to operationalize business processes, translate business needs into technical requirements, support reporting and data initiatives, develop training materials, and monitor program and account data.


Key Responsibilities

• Review, analyze, evaluate, and prioritize business and user needs.
• Triage user requests and support tickets, assign priority and severity, and communicate with stakeholders.
• Maintain and prioritize CRM inbox communications.
• Draft and distribute communications regarding business process upgrades, timelines, system changes, and other CRM-related updates.
• Support business process mapping and translate business needs into development requirements.
• Formulate systems that align with overall business strategies.
• Prepare solution options, risk identification, and financial analyses, including cost/benefit, ROI, and buy/build evaluations.
• Write detailed documentation of user needs, program functions, and development or system modification requirements.
• Prepare and document functional and technical specifications for reporting and data warehouse initiatives.
• Assist with business warehouse/business intelligence support and enhancements.
• Assist in developing and drafting RFPs.
• Support deployment and management of end-user reporting tools and platforms.
• Collaborate with IT and business project teams to understand reporting and data warehousing requirements and recommend solutions.
• Document solutions and provide knowledge transfer to the Enterprise Reporting Team.
• Develop program guidance, job aids, webinar content, web-based training, and technical assistance learning sessions.
• Monitor program and account data.
• Attend assigned BH CRM meetings.
• Assist the QA/Testing team as needed based on workload.
• Perform assigned tasks under general supervision and report to a Project Manager.

Required Qualifications

• 5+ years of experience as a Business Analyst.
• Experience as a Business Analyst working with applications built on Salesforce.
• QA/Testing experience.
• Experience reviewing, analyzing, and evaluating business systems and user needs.
• Experience with business process mapping.
• Familiarity with relational database concepts and client-server concepts.
• Strong data management skills.
• Experience in process improvement, project management, and data management.
• Ability to organize, evaluate, synthesize, and present information effectively.
• Strong training and technical assistance skills.
• Excellent oral and written communication skills.
• Highly organized and detail-oriented.
• Ability to meet competing deadlines.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

Desired Qualifications

• Local, State, or Federal government experience.
• Azure DevOps experience.
• FedRAMP knowledge.
• HIPAA knowledge.
• Experience with NICE CXone or another contact center suite.
• Experience with business process reengineering and identifying technology solutions to improve business effectiveness.
• Familiarity with industry-standard, legacy, core, and emerging technologies.
• Knowledge of commonly used concepts, practices, and procedures within the field.
• Creativity and the ability to work with a degree of latitude.

What Makes HTC A Great Place To Build Your Future


HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.


At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.


Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.


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